Senior Director, Professional Services EMEA - Comcast Technology Solutions

Job Description

We are passionate people focused on transforming the customer experience and dedicated to creating innovative solutions to address the unique challenges of our extraordinary scale

Requisition #: R333655 Pub Date: 05/27/22 Apply Now Share This Job With a friend (or yourself)

Job Summary

The Professional Services team is responsible for enabling our customers usage of our video products and services. The team works on exciting projects and integrations for a variety of high-profile customers across the globe, guiding them and designing complex and challenging engagements. This key role is responsible for the Regional Professional Services team and will be a key leader on the PS Leadership team. All regional roles ultimately report in to this position. This role will guide and shape the team through engineering and customer deliveries, has overall responsibility for development and costing of Scope and statements of work for PS engagements and will Mentor and guide our leaders and agile teams

Job Description

Core Responsibilities

• Leadership, development and mentorship of a diverse team.
• Direct management of EMEA Professional Services Managers
• In collaboration with Professional Services leadership define and shape the direction and evolution of the Professional Services Team.
• Contributes to functional strategy development
• Drives the adoption of values and culture of the org and PS teams
• As a member of the PS SLT, work to support the global development and implementation of strategy, standards and processes
• Support regional sales team in the estimation and presentation of Scope and Statements of Work for PS engagements
• Supporting the sales and pre-sales team with RFIs and RFPs.
• Collaborate and drive alignment with Product, Operational, Engineering and Delivery teams, ensuring customer commitments are represented
• Develops financial and operational objectives
• Ensures plans are aligned with business objectives
• Accountable for resource allocation across regional teams and projects; supports global resource planning
• Escalation point for all EMEA PS activity
• Identification of initiatives that drive quality and consistency within team.
• Supporting and maintaining the culture that underpins the values and success of the organization.
• Other duties and responsibilities as assigned.

Required Skills:

• Excellent people management and mentoring skills
• At least 5 years experience as a manager of Professional Services Delivery or Practice Management equivalent
• Proven experience in online video program delivery
• Experience in building and supporting Agile teams
• Highly experienced working in SAAS environments
• Experience in managing highly talented, high performing teams with an ethos of continuous improvement at their core.
• Strong Customer-facing experience in a leadership and escalation role
• Skilled at managing C-level stakeholders and presenting to senior internal and customer execs
• Highly developed "customer-first" mentality
• Advocate for the customer in internal engagements
• Budget and financial planning experience
• Services contract creation and negotiation experience
• Excellent written and verbal communication skills
• Flexibility and adaptability to creatively manage problem solving
• Drive continuous improvement across the team

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast Technology Solutions provides a suite of media and entertainment technology solutions. We invent technology that solves industry challenges, reimagines what is possible, and transforms business through new innovations. Built on Comcast’s know-how, proven facilities, platforms, and infrastructure, Comcast Technology Solutions offers more than 20 years of reliable real-world broadcast and digital experience. We partner with customers to redefine expectations and deliver the future to global audiences. For more information, visit www.comcasttechnologysolutions.com .

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

10 Years +

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.